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Talkdesk Adapts its Autopilot Virtual Agent for Healthcare Applications

By Tracey E. Schelmetic March 15, 2024

While myriad global industries have seen a rise in offering accurate, integrated customer support, the healthcare industry may be the most challenged (epsecially in the United States) when it comes to keeping up with modern customer support practices.

U.S. health care spending is on the rise: it grew 4.1% in 2022, reaching $4.5 trillion, which amounts to $13,493 per person. Healthcare represents 17.3% of the U.S. gross domestic product. That’s a lot of customers, and a lot more when it comes to incoming queries.

Healthcare providers today struggle to provide patients with the kind of multichannel experience they expect. However, as has been the case in other industries, artificial intelligence (AI) is helping.

Contact center solutions provider Talkdesk recently introduced Talkdesk Autopilot for Healthcare (the next generation of the company’s virtual agent technology), specifically tuned for healthcare use cases and powered by generative artificial intelligence (GenAI). The goal of Talkdesk Autopilot is to accelerate the company’s vision of autonomous customer experience (CX) and build on the recent announcement of Talkdesk Autopilot.

Talkdesk Autopilot for Healthcare was specifically developed to handle patient and member use cases. Talkdesk Autopilot for Healthcare was launched at the Healthcare Information and Management Systems Society (HIMSS) Global Health Conference and Exhibition.

Patients and members can call or chat with their providers and health plans for many important reasons before and after clinical visits. Talkdesk Autopilot for Healthcare now automates an expanded set of use cases that support the whole patient journey — including new patient acquisition, making and managing appointments, completing PCI-compliant payments, finding a nearby clinic, and managing claims and prior authorizations. In addition to leveraging deep and direct integrations with Electronic Health Record (EHR) systems, the tool now integrates with digital triage and symptom-checking platforms, including Infermedica and Isabel Health. It connects with physician and location directories to help patients find the right provider and directs plan members to the best level of care.

“Talkdesk continues to invest in meeting healthcare organizations’ unique and important needs with purpose-built solutions and integrations,” said Tiago Paiva, CEO and founder of Talkdesk. “Combining the power of GenAI with deep and sophisticated healthcare workflows makes Talkdesk Autopilot for Healthcare a landmark innovation that helps fully resolve, not just deflect, the needs of patients and caregivers throughout their journey.”

Edited by Alex Passett
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